Transport & Distribution | WA Statewide OperationsPerth-based | Senior Leadership Role
We are seeking an experienced Customer Service Manager to join our Perth-based Customer Service team within a well-established WA transport and distribution business.
This senior role is responsible for leading the customer service function, supporting the Major Account Manager, and ensuring consistent, high-quality service delivery across our metro and regional depot network. You will play a key role in strengthening customer relationships, driving service performance, and ensuring customer expectations are clearly understood, communicated, and delivered across all metropolitan and regional WA operations.
About the role
Reporting to senior management, you will act as the central link between customers, regional depots, and transport operations. This role combines people leadership, customer advocacy, and operational coordination in a fast-paced, time-critical environment. You will play a key part in shaping the customer experience across our statewide customer network. You will work closely with operations and major accounts to ensure service promises are delivered consistently, supporting long-term customer retention and business growth.
Key responsibilities include:
* Leading and developing the Customer Service team, working closely with the Major Account Manager
* Acting as the escalation point for major customers and key accounts
* Ensuring proactive, accurate, and consistent communication with customers regarding deliveries, service performance, and issues
* Coordinating customer service priorities with regional depot managers, transport operations, and planning teams
* Overseeing customer reporting, service metrics, billing queries, credits, and claims in collaboration with finance
* Monitor customer satisfaction, identify trends, and drive continuous service improvements across the network.
* Develop, track, and report on customer service and major account KPIs, including service levels, claims, and response times.
* Supporting onboarding and ongoing management of major customers, ensuring service requirements are clearly implemented across all depots
* Driving standardisation, efficiency, and consistency in customer service processes statewide
* Providing weekly & monthly management reporting
About you
To be successful in this role, you will bring:
* Proven experience of a minimum 3 yrs managing and leading customer service or client-facing teams within transport, logistics, distribution, or a similar operational environment
* Strong understanding of transport operations, regional service delivery, and multi-depot coordination
* Experience managing or supporting major / key accounts
* Excellent communication and stakeholder management skills
* A practical, solutions-focused approach to resolving service issues
* Experienced in using CRM systems, transport systems, Microsoft Office Suite and performance reporting tools
* Sound understanding of invoicing, claims, and service-related billing processes
* A hands-on leadership style with a strong focus on accountability and continuous improvement
* Diploma or certificate in business, frontline management (tertiary qualifications highly regarded)
Senior leadership role with real influence on customer outcomes
Stable, well-established business with long-term customers
Opportunity to shape customer service strategy and standards
Competitive salary package commensurate with experience
If you are a customer-focused leader with strong transport or logistics experience and enjoy working closely with operations and major customers, we'd like to hear from you.
Only shortlisted candidates will be contacted.
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